2018 | Design Director | Pancentric DigitalAfter years of helping insurance firms with digital transformation, agency Pancentric Digital saw an opportunity to offer a flexible, white-label platform. One which could be tailored to the needs of small insurers and save them the cost and risk of building bespoke.
Background
When I led the design team at Pancentric Digital, most of our work involved helping insurance and financial clients through digital transformation efforts. Projects usually resulted in the design and build of new systems for clients that usually included a customer portal and a more complex back-end system for their staff to work with.
Over many projects it became clear that most insurance clients had similar needs in this respect. Offering a white-label platform that they could customise made sense as it would reduce cost, risk and development time for customers, and allow smaller insurers to be more ambitious than might have been possible before.
The project began as a bespoke system design for insurer British Friendly, but was eventually adapted into a more flexible and modular platform suitable for customisation for different markets and business sizes.
Work & Outcomes
My team and I conducted user research with British Friendly claim handlers, underwriters and customer service teams, identifying needs, workflows and pain points, and mapping who did what to the companies current system of three separate tools. We did this for customer and staff journeys, spotting opportunities to streamline and resolve friction for both sides as we did so.
We established outcomes and metrics to achieve with the redesign, and principles to follow. Over several months, early wireframes of key parts of the new system gradually evolved in scope and fidelity, kept on track by regular usability tests and group feedback sessions using interactive Axure prototypes. In later stages we explore multiple UI design directions and delivered a first pass design system and style guide to help later releases.
Throughout we sat and worked closely with the development team to maintain design intent. We provided weekly client updates on progress and ran regular feedback sessions, inviting anyone from the business to try builds and critique them.
The launched system delivered notables increases in workflow speed and efficiency across the company. It also enabled better cross-department communcation and sharing of customer data.
